Refund policy

HÄZE Tokyo (operated by J&T Partners Co., Ltd.) has established the following policy on returns, exchanges, and refunds so that customers can shop with confidence.

1. Returns, Exchanges, and Cancellations for the Customer’s Convenience

Returns, exchanges, and cancellations requested for the customer’s convenience are generally not accepted.

We cannot accept returns, exchanges, or cancellations for reasons such as the following:

• A difference in image or expectation

• A difference in fragrance preference

• Ordering the wrong item

• A difference in size or usability within the scope described on the product page

• Products that have been opened or used

2. Returns and Exchanges for Defective Products or Incorrect Shipments

If a product is damaged, soiled, or defective, or if you receive an item different from what you ordered, please contact support@hazetokyo.com within 7 days after delivery and include your order number and photos clearly showing the condition of the item.

After confirming the details, we will provide an exchange or a refund at the Shop’s expense.

3. Cases in Which Returns or Exchanges Cannot Be Accepted

Returns or exchanges cannot be accepted in the following cases:

• If you contact us more than 7 days after the product has been delivered

• If the product is returned without prior notice

• If the product has been damaged, soiled, or shows signs of use due to the customer’s responsibility

• If the product has been opened or used, except in the case of a defective product

• If any part of the product packaging, accessories, or enclosed items is missing

• If the item is a sale item, limited item, made-to-order item, or any other item marked as non-returnable on the product page

4. Refund Method

Refunds will generally be made through the credit card payment method used for the purchase.

The timing of the refund being reflected depends on the card issuer’s billing cycle and processing status. Please contact your card issuer for details.

5. Return Shipping Costs

• For returns or exchanges due to a defective product or an incorrect shipment: borne by the Shop

• For returns or exchanges for the customer’s convenience (only where the Shop exceptionally agrees to handle them): borne by the customer

6. Cancellations

As a general rule, cancellations cannot be accepted after an order has been confirmed.

However, if the order has not yet been shipped and shipping preparations have not yet begun, the Shop may handle the request on a case-by-case basis where it determines that doing so is possible.

7. Contact Information

For inquiries regarding returns, exchanges, or refunds, please contact the address below.

Email: support@hazetokyo.com

When contacting us, please be sure to include your order number.